After 19 years of being established in
1993, top brass at Jet Airways have gone back to giving basic lessons to their
pilots on how to be make flight announcements. What’s cheesed off the pilots
more is the audacity of the 11-page circular that gives them tips on the most
obvious points like posture, smile and attitude.
Issued by a vice-president in the company,
the circular started with saying how a captain’s in-flight announcements add a
human touch to passengers’ flying experience.
“We must endeavour to meet customer
expectations by making them feel as if we are speaking to them personally,
making our delivery smooth and natural, capturing their attention using good
modulation and being conversational,” the circular read.
On how to deliver a good passenger
announcement, the Flight Operations VP told its pilots (including senior
executive pilots marked on the mail), “A good posture gives the audience
confidence in you. It helps your voice stay relaxed and alert. Breath is the
basis of good voice. You need plenty of voice under your control to support
your voice so that you can be heard. Don’t forget to check your PA system’s
serviceability. Do not tap or blow into microphone.”
On important pointers for making
announcements effective, the circular said, “Put a smile on your face to make
the message pleasant. Have an average speed of delivery, vary your pitch, use
good modulation and have an emotional sincerity. Respect the microphone.”
An irked pilot rambled, “This 11-page
circular was sent to assert the person’s authority as none of us report to him
and he has no specific job mandate.” Yet another Jet official was more cordial
and acknowledged that pilots did make bad announcements and a lesson or two
reviewing them didn’t harm anyone’s interest. In fact, passenger feedback at
many airports have shown that many pilots fail to make any announcements on the
flight as it’s not mandatory. Others who are over-zealous end up using the
wrong language, irking those travelling with them.
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